SOC Operations Manager

<h1><strong><span style="font-size:18px;">SOC Manager</span></strong></h1><h2><span style="font-size:18px;">Role Summary</span></h2><p><span style="font-size:12px;">The SOC Manager is responsible for the overall operational performance, service quality, customer satisfaction, and strategic development of the SOC team.</span></p><p><span style="font-size:12px;">The role combines people leadership, service management, customer engagement, governance, incident oversight, and SOC capability improvement. The SOC Manager ensures that SOC operations align with business goals, contractual obligations, service levels, and cybersecurity best practices. </span></p><h2><span style="font-size:18px;">Key Responsibilities</span></h2><h3><span style="font-size:18px;">SOC Operations Management</span></h3><ul><li><span style="font-size:12px;">Manage daily SOC operations and service delivery.</span></li><li><span style="font-size:12px;">Ensure compliance with SLA and KPI commitments.</span></li><li><span style="font-size:12px;">Monitor operational performance and workload distribution.</span></li><li><span style="font-size:12px;">Lead major incident management and escalation handling.</span></li></ul><h3><span style="font-size:18px;">Customer Management</span></h3><ul><li><span style="font-size:12px;">Serve as primary escalation point for customers.</span></li><li><span style="font-size:12px;">Conduct service reviews and governance meetings.</span></li><li><span style="font-size:12px;">Manage customer expectations and service improvements.</span></li><li><span style="font-size:12px;">Support contract renewals and service expansion discussions.</span></li></ul><h3><span style="font-size:18px;">Service Governance</span></h3><ul><li><span style="font-size:12px;">Establish SOC processes, standards, and quality controls.</span></li><li><span style="font-size:12px;">Review investigation quality and incident handling effectiveness.</span></li><li><span style="font-size:12px;">Ensure adherence to security policies and operational procedures.</span></li><li><span style="font-size:12px;">Oversee risk management and compliance requirements.</span></li></ul><h3><span style="font-size:18px;">Strategic Development</span></h3><ul><li><span style="font-size:12px;">Define SOC roadmap and capability development plans.</span></li><li><span style="font-size:12px;">Drive automation and efficiency initiatives.</span></li><li><span style="font-size:12px;">Evaluate emerging technologies and security services.</span></li><li><span style="font-size:12px;">Support business growth and onboarding of new customers. </span></li></ul><h3><span style="font-size:18px;">Reporting & Metrics</span></h3><ul><li><span style="font-size:12px;">Report SOC performance to management and customers.</span></li><li><span style="font-size:12px;">Track and improve: </span><ul><li><span style="font-size:12px;">MTTA</span></li><li><span style="font-size:12px;">MTTR</span></li><li><span style="font-size:12px;">Incident Quality</span></li><li><span style="font-size:12px;">SLA Performance</span></li><li><span style="font-size:12px;">Detection Coverage</span></li><li><span style="font-size:12px;">Automation Adoption Rate</span></li><li><span style="font-size:12px;">Customer Satisfaction</span></li></ul></li></ul><h2><span style="font-size:18px;">Required Skills</span></h2><h3><span style="font-size:18px;">Leadership</span></h3><ul><li><span style="font-size:12px;">Team Management</span></li><li><span style="font-size:12px;">Stakeholder Management</span></li><li><span style="font-size:12px;">Conflict Resolution</span></li><li><span style="font-size:12px;">Coaching and Mentoring</span></li></ul><h3><span style="font-size:18px;">Service Management</span></h3><ul><li><span style="font-size:12px;">ITIL Framework</span></li><li><span style="font-size:12px;">Service Governance</span></li><li><span style="font-size:12px;">SLA Management</span></li><li><span style="font-size:12px;">Customer Success</span></li></ul><h3><span style="font-size:18px;">Security Operations</span></h3><ul><li><span style="font-size:12px;">SOC Operations</span></li><li><span style="font-size:12px;">Incident Response</span></li><li><span style="font-size:12px;">Threat Management</span></li><li><span style="font-size:12px;">Security Architecture Fundamentals</span></li></ul><h3><span style="font-size:18px;">Business Skills</span></h3><ul><li><span style="font-size:12px;">Budget Planning</span></li><li><span style="font-size:12px;">Resource Planning</span></li><li><span style="font-size:12px;">Capacity Management</span></li><li><span style="font-size:12px;">Vendor Management</span></li></ul><hr /><h2><span style="font-size:18px;">Preferred Certifications</span></h2><ul><li><span style="font-size:12px;">CISSP</span></li><li><span style="font-size:12px;">CISM</span></li><li><span style="font-size:12px;">ITIL Foundation / ITIL Managing Professional</span></li><li><span style="font-size:12px;">SC-100</span></li></ul><hr /><h2><span style="font-size:18px;">Experience</span></h2><p></p><ul><li><span style="font-size:12px;">5+ years in Cyber Security.</span></li><li><span style="font-size:12px;">2+ years leading SOC or Security Operations teams.</span></li><li><span style="font-size:12px;">Experience managing Managed Security Services (MSSP/MSOC).</span></li><li><span style="font-size:12px;">Experience leading multi-customer environments.</span></li><li><span style="font-size:12px;">Strong customer-facing and executive communication skills</span></li></ul>